Sonic Drive-In

Yes it's Monday night June 27th I went up to the drive-in. I ordered two medium vanilla shakes one would know whipped cream. When the CarHop brought my order out she told me my balance was 907 I gave her $20 bill she proceeded to give me back a five and five ones with no change. I probably would have allowed her to keep the change had she offered it but instead she chose to steal it from me. This is not the first time I've had this problem at the Sonic it happens quite often and I'm really getting tired of it. I have worked at several different sonics in my past and we were always told that you offer every bit of the customers change back to them and that if they choose to give you a tip that was for your benefits and if they did not you were not supposed to ask for it or keep it because that is stealing.

Received terrible service at several points of contact with employees and manager on duty. Employees were rude and offered no shred of "service". My experience is document in detail below:

Ordering: "what do you want?"
I ordered a steak sandwich with cheese, tots, large big red. (This is my usual order).
Didn't give me my total or ask if I would like to order anything else. (Complete silence afterwards)

I wait in the stall for much longer than usual, probably 30/45 min. I notice employees hanging around a vehicle parked in the back. I push the red button again to check on my order. And was told to "chill, your order will be ready when we are done making it"

The carhop was pleasant and greeted me with a smile (no complaint here) and she was tipped 51%+

I get home and notice my food is wrong as well as unappealing. (No cheese, it contained onions, and lettuce was dark brown)

At this point I contacted the store and provided my feedback to the manager in a calm fashion in order to maybe receive better service in the future.

Conversation went as follows:
I contact the nocona texas location, and get no response the first attempt.
I call a second time and receive a very irritated and rude HELLO? I ask for a manager and I get a sigh and no response. Then I get a random hello from a different voice. No introduction of name or title. I ask for his name and he states "dalton" no last name, no title. I asked for his full name and title and he tells me that his last name doesn't matter and "get on with it or stop bothering me". At this point I explain my experience to him and I notice that he isn't even listening to me but rather trash talking me to another employee. At this point he says " hold on" and put the phone down in the middle of our conversation.
He comes back on the phone after an extended silence, and states "I'm trying my [censored] off". (I honestly don't care about his excuses or his "[censored]" for that matter. All I want is a steak sandwich with cheese, which I pay extra to get, and consistency.)

He goes on to make several more excuses about this and that. I interrupted him and explained that I don't care about excuses and neither does anyone else. I just want the food that I paid for to be correct and delivered in a timely manner. This angered him and he began to cuss me out over the phone. I tried to de-escalate the situation and he told me "if you have nothing else to say, then you should [censored] off" and hung up the phone.

I work as a director in the service industry myself and if one of my managers treated a customer as poorly as I was treated today, they would be demoted or terminated immediately. I understand that people make faulty claims about poor service when they don't get what they want, but I have no reason to exaggerate about a slice of cheese.
I feel completely disrespected and extremely upset about this, especially for the fact that I have been ordering from this sonic on a regular basis since 2006 and just recently noticed that the service aspect has began to slip. The only consistency I have experienced is incorrect orders (this is the 5th consecutive visit with an incorrect order) as well as poor service.
I'm not interested in a free meal or any type of monetary compensation for this. I just want the location in my home town to be as great as it used to be. I appreciate whoever took the time to review this complaint and if you have questions or are unsure about the series of events that occurred, feel free to contact me on my personal line.
[protected]

Regards,
Zachary Moore.